Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. These predictions will ostensibly come from AI.

Self Service 88

Self Service Software Analytics Examples 88

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. Categorie(s): Best Practice AI Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Share this page on: Tweet.

Self Service 103

Self Service Customer Service Customers Industry 103

BirdEye

SEPTEMBER 15, 2023

Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Table of contents What is AI in sales? Why do we need AI in sales?

Sales 111

Sales Chatbots Trends Report 111

Lumoa

JANUARY 24, 2024

When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Eptica

JANUARY 8, 2021

Our blog outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre, from improving the agent experience to AI and automation – all without negatively impacting service levels. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year.

Self Service 85

Self Service Trends Video Consumers 85

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

Report 91

Report Trends Customer Success Self Service 91

BirdEye

SEPTEMBER 11, 2023

While processing vast data is challenging, leveraging Artificial Intelligence (AI) for customer feedback management can be a significant advantage. This blog post explores how Artificial Intelligence (AI) can make a difference in customer feedback management for your business.

Feedback 59

Feedback Management Social Media How To 59

ShepHyken

JUNE 15, 2018

Most of us think chatbots are sophisticated, AI-powered self-learning bots that leverage some form of advanced language processing to understand the customer’s intent and find a relevant answer. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support.

Chatbots 75

Chatbots Social Media Healthcare Study 75

SurveySensum

NOVEMBER 8, 2023

A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. By adopting CX automation, businesses can enhance employee satisfaction, foster customer loyalty, reduce expenses, and drive revenue growth.

Customer Experience 52

Customer Experience Chatbots How To Effort Score 52

BirdEye

APRIL 16, 2024

Are you looking to expand your reach on social media and draw more eyes to your website, products, or blog? Pinterest might be the best option for you to consider, especially if you’re keen on catching the attention of the younger millennials and boosting your online visibility. Let’s get started! Let’s get started!

Social Media 69

Social Media Strategy How To Infographics 69

Uniphore

SEPTEMBER 22, 2021

AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance. Highly accurate speech and text recognition.

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 121

Government Training Data Policies 121

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. At the same time, it is also what most companies are missing. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation. Share this page on: Tweet. Customer service: what you can learn from great historical figures.

Call Recording 74

Call Recording Trends Analytics Technology 74

SurveySparrow

MARCH 1, 2024

Nowadays, they use ML and AI to train the tool to identify hidden emotions. It offers a range of features, with AI surveys as the newest addition. It helps you analyze the hidden sentiment behind each customer feedback, review, or comment. Customer feedback software and social media listening tools are the ones that mostly use this.

Analysis 59

Analysis Tools Social Media Software 59

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Will Agent Assist Automate Tasks and Reduce AHT? According to Forrester, 8 out of 10 tasks in the contact center can be automated. Automate post-interaction activities and trigger follow-ups.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Thematic

JUNE 13, 2023

In this blog post, we’ll discuss: What Voice of Customer (VoC) is The benefits of using Voice of Customer tools The 8 best Voice of Customer tools What is Voice of Customer (VoC)? But how do you know where to invest your time, effort, and money? With the right Voice of Customer tools in place, the answers are at your fingertips.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

AWS Machine Learning

FEBRUARY 24, 2023

Because labeling these massive datasets is expensive, manual, and time-consuming, the development of ML models that can automate image labeling and annotation is critical. The teams used existing FEMA categories for damage such as flooding, debris, fire and smoke, or landslides, which standardized the label categories.

Effort Score 85

Effort Score Data Training Video 85

Interactions

MAY 6, 2021

On one hand, automated systems can handle an unlimited number of customers at once, resulting in less time wasted and lower operational costs. While humans and AI each have individual strengths, they can work together for the most desirable outcome. When technology alone fails… But even the combination of humans and AI can fail.

Self Service 62

Self Service Effort Score Contact Center eBook 62

Totango

DECEMBER 16, 2020

Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Automate Customer Success with Out-of-the-box Templates. Incorporate AI for Smarter Success Solutions. Incorporating artificial intelligence for smarter success solutions.

Trends 71

Trends Customer Journeys Customer Success Net Promoter Score 71

Optimove

JUNE 6, 2023

Under his leadership, the company more than quadrupled its revenue in five years, and he was instrumental in defining the Marketing Cloud category.  We have launched new tools, doubled down on Generative AI, and taken significant strides toward becoming an all-in-one Customer-Led Marketing platform.  Stephan agrees.

Industry 52

Industry Leadership Analytics Marketing 52

Clarivate

AUGUST 16, 2023

In this blog, Ed White, Senior Director and Principal Analyst, celebrates how DWPI evolved from a newsletter of patent abstracts into an integral part of the global patent system. Derwent World Patents Index (DWPI ) turns 60 this year. He would take a ferry over to the Belgian patent office once a month and write out these abstracts.

Exercises 97

Exercises Innovation Analysis Government 97

Bizagi

AUGUST 1, 2019

Intelligent Process Automation (IPA) platforms are playing a large part in this transformation. In this article IDC’s Neil Ward-Dutton, VP AI and DX Practices, Europe, answers the essential questions you need answers to before embarking on your project with IPA. 1 – What exactly is Intelligent Process Automation?

Technology 64

Technology Innovation Groups Software 64

BirdEye

APRIL 12, 2023

With the ability to store and manage customer information, automate processes, and provide personalized experiences, CRM technology is essential for any company looking to stay ahead of the competition. It can also automate various customer-facing processes, such as marketing campaigns, sales activities, and customer support.

CRM 52

CRM Examples Customer Relationship Management Customer relationships 52

Optimove

AUGUST 12, 2021

in both the report’s Current Offering and Strategy categories. Its [solution] enriches customer profiles with AI-based analytics, CCCM workflows, and engagement modules for email and mobile messaging. Its BI Studio adds integrated business intelligence tools, and Optibot provides AI-generated marketing user recommendations.”

Management 82

Management CRM Telecommunications Report 82

Kustomer

FEBRUARY 29, 2024

Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. AI Integration – Gorgias has introduced features such as autocomplete AI responses and automated workflows.

e-support 52

e-support Feedback Multi-Channel Self Service 52

Upstream Works

NOVEMBER 30, 2022

What’s really needed is artificial intelligence (AI) capabilities that are built around these use cases. To illustrate, here are two ways contact centers can mitigate the problem of rising inbound contact volumes with AI application integrations. In the early stages of the pandemic, business conditions became very fluid.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

SurveySensum

NOVEMBER 10, 2023

Well, with this blog we will list out the top 9 website feedback tools that you choose to effectively analyze your user behavior and enhance your website user experience. Well, with this blog we will list out the top 9 website feedback tools that you choose to effectively analyze your user behavior and enhance your website user experience.

User Experience 52

User Experience Tools Feedback Analysis 52

BirdEye

JULY 24, 2023

Common challenges and solutions when doing customer feedback analysis Dos and don’ts of customer feedback analysis Use of AI in customer feedback analysis Best customer feedback analysis tools in 2023 FAQs on customer feedback analysis Improve your performance with Birdeye Insights What is customer feedback analysis?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

Stella Connect

SEPTEMBER 27, 2021

No matter what your customer feedback strategy looks like, ensure that you’re automating the aggregation process. Between an all-in-one platform and artificial intelligence (AI), you can easily automate the collection and analysis of customer feedback as soon as it’s obtained. But you can’t do this manually.

Feedback 86

Feedback Tips How To Analysis 86

Bizagi

AUGUST 1, 2019

Intelligent Process Automation (IPA) platforms are playing a large part in this transformation. In this article IDC’s Neil Ward-Dutton, VP AI and DX Practices, Europe, answers the essential questions you need answers to before embarking on your project with IPA. 1 – What exactly is Intelligent Process Automation?

Report 48

Report Technology Innovation Groups 48

Call Experts

JANUARY 26, 2023

This blog will dive into why you need an HVAC call center. If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. And finding differentiators for your HVAC business is essential in today’s growing market.

Call Center 52

Call Center Contact Center System Omni-Channel 52

AWS Machine Learning

SEPTEMBER 7, 2023

This process requires breaking down data into three categories: 1) measurements available from the physical system, 2) the set of actions that can be taken upon the system, and 3) a numerical metric (reward) of equipment performance. The algorithm trained in this blog post is called “ Conservative Q Learning ” (CQL).

Data 92

Data Policies Training System 92

Bizagi

FEBRUARY 17, 2020

predicts that 72% of organizations will be working with Robotic Process Automation (RPA). Additionally, Digital Process Automation (DPA) has been recognized as a major component for digital transformation, with the DPA market now worth $6.76 billion by 2023, according to Think Automation. What is Robotic Process Automation?

ROI 66

ROI eBook Customer Journeys Government 66

NetBase

APRIL 2, 2019

Simple Automation Can’t Cut It. As more brands grasp awareness of this distinction, the need for comprehensive social analytics solutions has grown—along with evolution of the power behind these solutions—and chief among them, we find Next Generation AI.”. Social Analytics Powered by Next Generation AI. Let’s take a peek.

Analytics 90

Analytics Report Social Media Consumers 90